Technology Support Doesn’t Have to Suck
We’ve all been there. You have a problem that needs to be fixed or a question that needs to be answered. You dial, start a chat, or send an email and wonder, is this going to be a nightmare or an effortless experience? Unfortunately, more often than not, you’re left with an experience that leaves much to be desired. That’s not what technical support should be like. The primary reasons technical support sucks is due to a lack of empathy, knowledge, or availability.
What Makes Our Technical Support Better?
Ben Franklin said it best. “People don’t care what you know until they know how much you care.” The sad truth is most help desk people don’t care. Ours do. That’s because before we allow anyone to interact with our clients, they must fully understand and embody our core values.
Always treat our clients as though they were family.
Strive to provide our clients with an effortless experience.
Own the results.
It’s frustrating when the person you’re connected with doesn’t know what they’re doing. They walk you through basic steps that you’ve already tried or read canned scripts back to you. After wasting your precious time and raising your blood pressure, they try to find someone to help you. Or worse yet, tell you they’ll look into it and get back to you. At Flexible Systems, we’ll always connect you with a person that is knowledgeable about the technology that you need help with – because that’s the best way to provide an effortless experience.
All the empathy and knowledge in the world won’t do you any good if you can’t get in touch with support. When you need support, you need support. That’s why we carefully manage our staffing levels and make sure we have enough capacity to provide excellent customer service to all of our clients. Our support structure is designed to eliminate single points of failure and to make sure that you will always be able to get in touch with a knowledgeable and empathetic support person.